CenturyLink CLIENT RELATIONSHIP PARTNER in Winnersh, United Kingdom

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

Client Service Partner

Location (Country): Winnersh Triangle, Berkshire, UK

Our Company

We are the third largest telecommunications company in the United States. With deep IT infrastructure experience, plus an advanced network at the foundation, CenturyLink’s agile and customizable hybrid IT solutions enable businesses to focus on delivering results for their customers. CenturyLink accolades include being ranked No. 3 on CRN’s “20 Coolest Cloud Infrastructure, IaaS Vendors of 2014,” named as the No. 2 retail colocation provider in the U.S. by Synergy Research Group and Frost & Sullivan, and earning multiple cloud and managed hosting recognition from leading technology analyst firms. An S&P 500 company, CenturyLink is among the Fortune 500 list of America’s largest corporations.

EMEA CenturyLink delivers innovative network, cloud and data center services for businesses around the world and employs over 500 employees across the region.

Our People

Our team operates as an extension of our clients business. Our clients put their trust in our people and our solutions and we deliver to that trust. We collaborate internally and externally with credibility and discipline. We demonstrate agile leadership with a confidence in our abilities to deliver, whilst at the same time ensuring that we continue to raise the bar in all that we do. Our people are encouraged to face challenges with courage and confidence and to remember that our clients have placed their trust in what they do each day.

Job Description

Purpose of Position:

The CenturyLink AS EMEA Client Service Partner is accountable for delivery to CenturyLink clients working across the service lifecycle, service delivery management ensuring revenue retention and growth as well as customer satisfaction. This role has direct responsibility for assuring both client and sales intimacy across all business vertical. Additional responsibilities include maintaining established delivery and quality metrics, developing strong relationships with internal stakeholders and assisting the sales organization in maintaining those through delighting in their delivery experience.

Position Summary:

  • Be a point of ownership for the Client issues

  • Work at different levels within CenturyLink and the client organization

  • Maintain direct involvement with operational stakeholders in the client organisation

  • Contribute and implement new ideas that lead to a more cost effective delivery and program management, including advising on global change process

  • Monitor request cases, Incidents and changes ensuring compliance to contractual obligations

  • Provide management reporting on all elements of the managed services ranging from on premise to remote infrastructure

  • Continuously improve the customer experience by taking ownership and holding teams accountable via customer link

  • Liaise with clients on all PPM and delivery escalations as required

  • Carry out governance checks to ensure the portfolio of projects remains within time, cost and quality tolerances.

  • Work with the PMO to produce timely and accurate management reports.

  • Engage with Engineering Team Leads and other Department Heads to prioritise projects and available resources.

Qualifications

Minimum Requirements:

  • A level or equivalent experience

  • Experience in a customer facing role

  • Exposure to technical operations with conceptual knowledge of managed hosting

  • Excellent organisation and problem-solving skills

  • Ability to be flexible and adapt quickly to change

  • Proven track record of providing excellent customer service

  • Understanding of ITIL

  • Demonstrate to build a career in Service management

Preferred Requirements

  • In-depth knowledge of CenturyLink offerings, products and services

  • Previous experience in a hosting or managed services organisation

  • Experience in managing incidents in an enterprise environment

  • ITIL, PMI, technical certification tracks

Success Measurements

Success will be measured by what you accomplish and how you accomplish:

  • Manage Service Delivery workgroups to ensure operational performance standards are met to support company and department performance management objectives

  • Continually evaluate current business/process and realize full potential

N.B.

All employees or contractors that work on behalf of CenturyLink UK Ltd may be asked to undergo vetting or security clearance based on the work carried out and the requirements of our Clients. It is a condition the successful applicant is able to pass these checks.

  • This position description is not designed to contain a comprehensive list of activities, duties or responsibilities that are required of the employee

Education

Alternate Location: UK-Berkshire-Winnersh; UK-London-Fleet Place

Requisition #: 192229

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. We participate in the A-Check Pre-employment Screening Program or the Electronic Employment Verification Program, depending on location.

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/